AI in higher education: Offer personalised admissions guidance through Agentforce

The widespread use of legacy systems and manual processes doesn’t make things any easier, as there is a growing need for automation. This technology can result in significant cost savings, enabling universities to do more with less. 

For example, in a 2024 survey, admissions teams from 14 countries cited limited time, financial constraints, and data protection regulations as their top challenges. 

Recruitment and admissions professionals often spend hours on administrative work, such as verifying transcripts and test scores, sorting through applications, or scheduling interviews. This leaves them little time to engage with applicants and develop strategies to attract more candidates. 

The solution? Incorporate AI into the admissions process. Salesforce’s Agentforce, a suite of tools for building custom AI agents, can automate manual tasks and help professional services staff manage their workloads more efficiently. 

With Agentforce, admissions departments can provide 24/7 personalised assistance to applicants and streamline their onboarding journey. This aspect alone can result in higher engagement and enrolment rates. 

Agentforce at a glance 

Launched in Autumn 2024, Agentforce is an AI-powered platform that enables businesses to create and deploy autonomous agents with specific roles. 

The agents can access your data in Education Cloud, Marketing Cloud, and other Salesforce products and external sources, such as Virtual Learning Environments (VLEs) and Student Accomodation Management Systems. Based on this data, they help streamline operational processes like:

• Student services
• Technical support
• Marketing activities
• Lead management
• Order management 
• Financial reporting

And much more. 

Agentforce agents can handle most customer enquiries without human intervention. They are also capable of automating repetitive tasks like data entry, customer outreach, lead qualification, and employee onboarding. 

In the context of higher education, these autonomous agents can streamline recruitment, admissions, and student engagement processes. 

For example, universities may deploy autonomous service agents to answer students’ questions about application requirements, educational programs, or financial aid. The agents can also update students about classes, deadlines, or upcoming events by email or other communication channels. 

How Agentforce can streamline admissions in higher ed

In a 2023 survey by Intelligent, 50% of university admissions departments reported using AI. Another 23% said they plan to adopt this technology by 2024, and 6% by 2025 or later. 

Most respondents cited efficiency as the top reason for deploying AI in the admissions process. Nearly one-third of them told the publication that AI is “very likely” to have the final say on whether an applicant is eligible. In 44% of cases, admissions departments rely entirely on AI to accept or decline candidates. 

As part of the third wave of AI, Agentforce can make the admissions process easier for students and faculty members alike. Let’s discuss its potential use cases—and how to reap the benefits. 

Increase student enrolment 

Many EU countries, especially those in Central and Eastern Europe, are experiencing a steady decline in higher education enrolment. This decrease can be attributed to the rising tuition and living costs and other socioeconomic factors. 

For example, the growing demand for online education, short-term training, and workforce-entry programs challenges traditional university structures. The widespread scepticism about the value of a degree doesn’t help either. 

AI can’t solve these problems, but it can help universities increase their reach and attract more students. 

With Agentforce, admissions teams can determine which students are most likely to apply and enrol based on their interests, online behaviour, demographics, and other data. Plus, it offers the insights they need to create highly personalised marketing campaigns. 

Over 60% of the universities surveyed by Intelligent reported using AI to communicate with applicants, and 54% said they plan to do so in the near future. Agentforce can enhance the communication process through tailored responses. 

For instance, admissions departments can deploy AI agents to handle enquiries from applicants. 

The agent will ask relevant questions, analyse the applicant’s profile, including their academic and career goals, and then make custom recommendations. It will also draw insights from each interaction, enabling universities to further personalise their outreach. 

Streamline the selection process

Agentforce can also help admissions teams screen students faster and with higher accuracy. Its autonomous agents are able to review a large volume of applications more quickly than any human could, providing clear insights into each candidate. 

Depending on your needs, you can configure the agent to analyse transcripts, essays, interviews, or letters of recommendation and generate summaries. Your AI agent could also score applicants based on predefined criteria, such as their grades in certain disciplines. 

What’s more, Agentforce can send applicants automated notifications for transcripts or other application materials. If, say, someone enquires about the admissions process via email, the agent will reply and then follow up to ensure all documents are submitted on time. 

Facilitate student interviews

In the Intelligent survey, 50% of admissions teams said they leverage AI when interviewing prospective students. Agentforce can improve the interview process for both parties, increasing efficiency and reducing bias. 

For example, autonomous agents can schedule interviews based on student and staff availability, eliminating back-and-forth communication. You can also configure them to record and summarise applicants’ responses during virtual interviews. 

After the interview, Agentforce can use these insights to score candidates based on predefined criteria, ensuring a fair evaluation. Its agents could also send them automated updates, feedback, or instructions on what to do next, freeing up your admissions team’s time. 

Automate event management 

Most universities host virtual and physical tours, offer holder events, open houses, and student recruitment fairs to showcase their offerings. These events require extensive planning, increasing the administrative burden. 

Agentforce can simplify event management through automation. For instance, a custom AI agent could send personalised invitations to prospective students via email, SMS, or live chat and follow up at regular intervals. 

The agents can also automate scheduling for virtual or on-site events, confirm attendance, and answer questions from potential attendees. 

Let’s say a prospective student asks which parts of the event will be recorded or which faculty members will be available for one-on-one discussions. Agentforce will search your knowledge base and answer on the spot. 

Once the event is over, it will collect feedback and send personalised follow-up messages to keep prospects engaged. Depending on its configurations, the agent could also track attendance rates, conversions, and other key performance indicators to assess event success and guide future initiatives. 

Reduce the administrative burden

Admissions officers spend hours of their workday reviewing applications, organising documents, and scheduling interviews. On top of that, they are often the ones responsible for engaging with applicants on social media and other platforms. 

Many, if not all, of these tasks can be automated. Powered by AI, Agentforce agents can do most of the work and reduce or eliminate manual processes like: 

• Applicant screening
• Document verification 
• Live chat/email support
• Interview scheduling
• Preliminary candidate assessments
• Data entry 
• Application follow-ups
• Student onboarding

For example, admissions teams can use Agentforce to check application documents for accuracy and completeness. The agents can also be configured to send automated reminders related to scholarships, tuition payments, or enrolment deadlines. 

Automating these tasks will result in time and cost savings while reducing human error. Over time, it can lead to more efficient processes and, consequently, a better experience for both students and university staff. 

Create a smooth admissions experience with Agentforce

The admissions process requires a human touch, but a large part of it is repetitive and time-consuming. That’s where Agentforce comes in.

Its AI-powered agents can automate redundant tasks, from document screening and applicant scoring to interview scheduling. They also provide tailored support to applicants, guiding them throughout their journey to academic success. 

To reap these benefits, team up with Fluido, a leading Salesforce partner with over 14 years of experience. Fluido employs 500+ professionals with expertise in the Salesforce ecosystem, including Agentforce, Education Cloud, Marketing Cloud, and related services. After a throughput analysis, its team will develop a plan for implementing Agentforce across your organisation. 

Fluido’s experts will customise the AI agents to serve the needs of your admissions department, executive board, and other key business functions. They will also provide ongoing training and support, as well as actionable recommendations on how to maximise Agentforce’s potential. 

Over the years, Fluido has proudly partnered with top educational institutions, such as the prestigious Aalto University, IHM Business School, and Berghs School of Communication. Get in touch today to discuss your needs and how Agentforce fits into the admissions process.